Hotel booking process design & usability

Travel UCD – February 2003 
5.2.1.1 Summary of issues encountered in the usability test 
TABLE 10: Summary of issues 
Issue 
Example 
Assuming the same level 
of occupancy in each 
room 
This is a problem because,
in numerous hotels, the
rate per room is different
depending upon whether
you have one or two
people in a double room
(lodging.com) 

Assuming the same level 
of occupancy in each 
room 
Here you may select
multiple rate types, but
you are not able to have
two double rooms, one
with single occupancy,
one with double
occupancy


(Opodo.co.uk) 

Assuming that all rooms 
must be reserved with 
the same rate & room 
type 
This screen shot shows
that the user may only
reserve one room type

(expedia.co.uk) 

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Hotel booking process design & usability 
Travel UCD – February 2003 
Issue 
Example 
How many people 
travelling? 
Is this two adults per room
or two adults in total?
(quickbook.com) 
Assuming the 
reservation is for just 
one room 
You should inform the
user if this is the case
(trip.com) 


Unable to put an adult 
travelling alone in a 
double room 
(superbreak.com) 
Source: Travel UCD Research, January 2003
A full list of issues found can be found in the Appendix.